Vice President/Branch Experience

ABOUT REDWOOD CREDIT UNION (RCU):At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad. As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.   Why work for Redwood Credit Union?•         37th largest credit union in the U.S. and the largest financial institution based in the North Bay •         Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial•         Recognized by Newsweek as one of "America's Best Credit Unions 2024"•         Recognized by Forbes as one of “America’s Best Small Employers 2023" •         Voted Best Places to Work in the North Bay 19 years in a row•         World-class Employee Engagement scores•         Rated Superior in Service by more than 90% of Members, surveyed by SF Gate•         Industry leading Net Promoter Scores across the U.S.                                                                                                                                                                                                                                                Join us and discover why you'll love working at Redwood Credit Union! 
Redwood Credit Union is looking for a Vice President of Branch Experience who will provide leadership, guidance, and oversight of the Branch Experience. Responsible for the delivery of experiential data, analysis, reporting, and annual goal setting. More than day to day operational oversight, this role must provide independent, objective assurance and consulting services designed to add value, improve, and innovate the experience across the Branch Network as a whole, inclusive of location, footprint, and layout. Direct and evaluate usage of all Branch technology and tools. Responsible for the delivery of a quarterly Branch Network report, as well as business outcomes such as increased production and market penetration, enhanced efficiencies in operating models and workflows, strong expense management and exceptional service.
ESSENTIAL FUNCTIONS:Branch Network Leadership and Management• Formulate, negotiate, and achieve branch network goals related to production, sales performance, market penetration and service.• Manage and direct the branch engagement process to drive branch network performance and success of organizational goal attainment.• Develop and implement strategies to attain branch network goals and objectives, measure progress, provide ongoing experiential analysis and work with Organizational Leadership, Regional VPs, and Branch Leadership to implement adjustments as appropriate.• Successfully cultivate and maintain key relationships with branch experience stakeholders (i.e., Management, Teammates, Vendors).• Work with Regional Vice Presidents to provide recommendations to the Leadership Team(s) to improve the Branch experience, ensuring process and consistency across the Branch Network. Establish evaluation routines to proactively check for efficacy, goal attainment in sales, service, technology, and staffing. Lead and drive implementation as needed.• Serve on and/or direct committees to ensure effective interface among departments and branches and ensure that branch experience operational and technology policies, programs, objectives, and goals are communicated and executed.
Branch Experience Program Management• Drive planning, coordination, and conduct as needed, regular assessments of the end- to-end Branch experience (from digital appointment to post visit email), ensuring there are updates to playbook(s), Reddypedia and business operations.• Direct Branch Network projects to ensure experience assessments are completed according to the quarterly Branch Network assessment plan.• Direct the preparation of quarterly and biannual Branch reporting, preparing the final reports in accordance with the established guidelines.• Report to SVP/Member Experience on Branch experience trends and issues.• Recommend branch experience improvement and service control opportunities to remediate/mitigate service trends/issues.• Review and identify cost effective and efficient utilization of Redwood Credit Union Branch Network resources.• Drive the creation of routines and rep